To ask what are my consumer rights with Apple over this?

[NotAnotherUserName5]

DH dropped his Apple Watch and smashed the screen (not debating it was his fault, even though it only dropped from 2 foot onto a rug )

Contacted Apple to arrange for them to take a look at it, no more than that.

DH sends it off, and gets a text the next day saying a replacement is on the way, and today finds out they’ve debited our account for the full retail price of a new one.

He was never given the option to return his original watch (sentimental, as was a wedding anniversary present) or a cost estimate to repair!
Anyone have any idea what consumer rights we may have on this? It doesn’t seem right. He only wanted his original repairing!

They've taken money without your authorisation for a start, so ask them for an immediate refund or contact your bank to see if they can do a chargeback- did they use your debit card details held on file?

That's pretty bad!

When we contacted them about a repair they fully explained the cost.

How did he contact them? If by chat / call it's probably recorded. So go back to them and ask for a copy and say you didn't ask for a replacement.

How were they able to debit your account? They should not be storing the relevant information. I would go back to the bank as well as Apple and say it was unauthorised.

Have you spoken to Apple about it?

My dh spoke at length with Apple on the phone. Hopefully they have a recording of he call.
I wasn’t present when he called them, so I don’t know how they got bank details yet. But he certainly didn’t agree to give them his for the full cost of a new one. He would have been better off selling his for parts to fund towards it if so x

Excuse the x..I’m so annoyed

I mean have you spoken to them about why they've charged you the full cost for a replacement rather than before sending it off. Or is that what you meant?

WRT the payment, They might have charged it to your Apple ID.

Dh is calling them now. He’s at work, so I don’t know what he is saying.

He didn’t give any card details, so he thinks they must have used details from his account.

Think you're right about charging it to the Apple ID

They might have made a genuine mistake, give them a chance to put it right at least

PattiStanger-hope you're right!

No one would agree to giving away an apple watch, and to pay full price for a replacement.

That's the thing that makes me think it's a mistake - the fact that they've kept the old one and charged you in full for a new one. I think they often offer you a refurbished one (at a reduced cost) rather than repair the original one but they wouldn't charge you full price and keep the old one.

None of which explains why they've charged you at all given the original conversation.

With apple and some other products what they do is you send them the broken item, while they have the broken item they send you one to still use, while you have this one they put a hold on your account of the value of the new item. They will send you yours back fixed and you send the replacement back. Once they have it back you have your funds back. It’s in case you keep the repaired one and the new one. My dm had it with Xbox eailer this year and apple did it with me a few years back.

They do explain this on the phone though.

How did your DH get on?

Did you find out what happened?

OP didn't bother updating the other thread she started on MSE where she was given advice so don't hold out for her updating this one...

forums.moneysavingexpert.com/showthread.php?t=5917786

I imagine it was a mix up by her DH and what he understood from the conversation. I'm sure Apple maybe get things wrong sometimes but I've dealt with them a lot and never had an issue.